Trauma alters consumer behavior, especially in retail spaces. This research identifies specific triggers within retail environments that may re-traumatize customers, impacting their overall experience. In response, a trauma-informed approach to retailing is proposed, emphasizing three key principles: 1) Safety, 2) Empowerment, Voice & Choice, and 3) Collaboration & Mutuality. The paper provides actionable recommendations for retailers, such as offering sensory-friendly hours, intentional comfort spaces, and investments in de-escalation training. By implementing a trauma-informed approach to retail, companies can foster stronger connections with their customers while contributing to a more accessible and inclusive retail landscape.
